First Capital Bank (formerly known as Barclays) is sending emails to their customers informing them of an upcoming system upgrade from Thursday 28 February until Monday 4 March. The email sent to customers reads:
Dear Valued Customer, We would like to inform you that the bank will be migrating to its new information technology (IT) systems with effect from 04 March 2019. The migration related activities will commence, after banking hours, on Thursday, 28 February 2019 and will continue into the early morning hours of Monday, 04 March 2019. On completion of this project, the bank’s systems will integrate with those of our Group, FMBcapital Holdings Plc, enabling us to offer you a wider range of products and services.To ensure that you experience a seamless transition, we request you to take note of the following with respect to availability of banking services:-
Section I: Temporary Service Interruption
A. Branch Services
All our branches and offices will remain closed for customer transactions on Friday, 1 March 2019 and Saturday, 2 March 2019. However, to accommodate your immediate transactional needs, our branches and service centres will remain open for extended hours from 08:00am to 17:00pm on Wednesday, 27 February 2019.
B. Payment Services (RTGS, SWIFT, Cheques, Paynet and EFT)
The following services will be impacted as below:
Service Sub-Category Impact RTGS – Inward Payments received from other banks in Zimbabwe All transactions received on 28 February 2019 will be processed the same day and all transactions received on 01 March 2019 will be processed on 04 March 2019. RTGS – Outward Payments sent to other banks in Zimbabwe Transaction instructions received till 12:00PM, 28 February 2019 will be processed the same day and for transaction instructions received after cut-off time (i.e. after 12:00PM) and on 01 March 2019 will be processed on 04 March 2019.
RTGS – Outward FCY payments received from banks outside Zimbabwe All transactions received on 28 February 2019 that comply with exchange control requirements will be processed the same day and for transactions that receive exchange control approval after end of business day 28 February 2019 and those received on 01 March 2019 will be processed on 04 March 2019. SWIFT – Outward FCY payments sent to banks outside Zimbabwe Transaction instructions received till 12:00PM, 28 February 2019 will be processed the same day and for transactions received after cut-off time (i.e. 12:00PM) and on 01 March 2019 will be processed on 04 March 2019. All such transaction requests must comply with the regulations before being processed. Cheques Other bank cheques deposited All cheques received by 12:00PM on 28 February 2019 by close of business will be processed on the same day. Thereafter, the bank will resume normal chequeclearing cycles from 04 March 2019. Paynet-Outward Payment transactions to other banks in Zimbabwe Paynet transaction requests to other banks received till 12:00PM, 28 February 2019 will be processed the same day and for transactions received after cut-off time (i.e. after 12:00PM) and on 01 March 2019 will be processed on 04 March 2019. Paynet- Inward Payment transactions received from other banks in Zimbabwe Funded Paynet transactions received from other banks at the end of business day 27 February 2019 will be processed on 28 February 2019. Paynet transactions received on 28 February 2019 and 01 March 2019 will be processed on 04 March 2019 C. Channel Services (ATM, Cards, Mobile Banking, Internet Banking and POS)
Please note that the following channel services will be temporarily unavailable as below:
Service Type Non-Availability Schedule Card Transactions on ATM, POS in Zimbabwe 6:00PM, 28 February 2019 to 2:00PM, 2 March 2019 Card Transactions on ATM, POS outside Zimbabwe 6:00PM, 28 February 2019 to 8:00PM, 2 March 2019 Merchant Point Of Sale (POS) Devices 6:00PM, 28 February 2019 to 2:00PM, 2 March 2019 Automatic Teller Machines (ATM) 6:00PM, 28 February 2019 to 2:00PM, 2 March 2019 Mobile Banking (USSD & App) 6:00PM, 28 February 2019 to 6:00AM, 3 March 2019 Internet Banking 6:00PM, 28 February 2019 to 6:00AM, 4 March 2019
D. Other Services The following services will not be available from 22 February 2019 till 04 March 2019:
1. New Account Opening;
2. Account Closures and related service requests.
Section II: Banking Services from 4 March 2019: Key Information
A. Account Numbers (Current, Savings, Loans and Fixed Deposits)
Please note that your account number for current, savings, loan or fixed deposit accounts held with the bank will remain unchanged with the exception of a minor change in format as below:
Existing account number 2112-1234567 would become 21121234567.
B. Cards & PIN
Your card number, PIN, second PIN (on the reverse of your card), card expiry date and account number linked to card will not change.
C. Cheque Books & Transaction Slips
Your cheque books and transaction slips would remain unchanged.
D. Internet Banking
We will be introducing an enhanced internet banking platform which would require a reset of the password. On accessing the internet banking, you will be requested to provide some details to enable us to verify your account. Upon submission of these details, you will be able to reset your password.
E. Mobile Banking
The current *229# USSD mobile banking platform will require a self-registration to access the new platform. This can be done by simply dialing *229# and following the instructions provided.
Our mobile banking APP platform will also require new registration which can be done by simply downloading the new First Capital Bank Zimbabwe application available on IOS and Android mobile phones.
Customer Assistance
Should you require any assistance during or after the migration period, please contact your branch management, Relationship Manager and/or our 24 hour Contact Centre through any of the following channels:
Telephone: +263 (0) 242 250579
Toll-Free (landlines): 08004216
Toll-Free (Econet): 08080093-6
Email: customer-service@barclays.com
Facebook: First Capital Bank in association with Barclays
Twitter: @FirstCapitalZim
It will be our endeavour to ensure you continue to receive the same level of service that you are accustomed to and better and we look forward to your continued patronage.
Yours sincerely,
Warm Regards
Samuel Matsekete
Managing Director, First Capital Bank
It doesn’t come as a surprise that a change of this magnitude would result in some service interruption, which will be the case for First Capital customers.
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